[Hiring] Customer Care Advocate @iRhythm Technologies, Inc.

Role Description

This role involves providing superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment.

• Respond to inquiries, complete various daily tasks, and provide verbal and written information to external and internal customers and accounts.
• Maintain a positive attitude and working relationship with all customers, patients, and iRhythm associates.
• Ensure CRM compliance to process and documentation.
• Manage tickets/emails in a timely fashion.
• Handle inbound and outbound call work as assigned.
• Participate in meetings and training in a Zoom environment on camera.

General Experience:

• Provide clear verbal and written proactive communication to internal and external requests.
• Drive a patient and client-driven environment.
• Understand sensitive information, HIPAA and privacy requirements including security of environment for home office.
• Display attention to detail for all activities and documentation tasks.

Qualifications

• Experience in fast-paced patient or healthcare provider focused environment is preferred.
• Minimum of 2+ years of customer service experience in a high-volume environment (60+ activities per day).
• Preferred experience in healthcare/medical device companies non-insurance based.
• Proficient with Microsoft Office - especially Outlook; Word, Excel, and PowerPoint preferred.
• Experience with Customer Relationship Management software; Salesforce.com preferred.
• Demonstrated ability to understand and meet individual level metrics assigned.
• Must be flexible, able to adapt quickly and positively to change, and manage a fast-paced growth company environment.
• Strong evidence of great customer service via phone, e-mail, fax, or web modalities.
• Demonstrated commitment to helping people and resolving issues including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
• Strong commitment to quality.
• Demonstrated patience and professionalism in stressful situations. Experience in a multitasking role preferred.
• Strong verbal and written English communication skills.
• Strong skillset in keyboarding, typing (40 WPM) as well as understanding website/program navigation.

Requirements

• iRhythm Technologies provides 24/7 support for our patients; you may be required to work Saturday, Sunday, and holidays as part of your normal scheduled shift.
• Shifts are subject to change with advanced notice as the business requires.
• Bi-annual review of shifts based on activity volume will be completed.
• In Home Office Requirements: High-speed internet over 50 MBPS for upload capacity and 150 MBPS for download capabilities.
• Secure environment for all related activities.
• Desk space for laptop and two monitors to be set up.

Benefits

• Over-time may be made available and will be assigned under a request and approval basis.
• Holiday assignments will be posted for selection based on a bid/lottery criterion.

Location

Remote - US

Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.

Estimated Pay Range: $20.60 - $25.75